HighLevel

Analyst

• Translate Customer Success problems into AI solution designs
• Build orchestrators and sub-agents inside ORA, HighLevel’s internal AI platform
• Author and maintain skills, prompts and knowledge-base entries
• Design and instrument feedback loops using thumbs up/down, logs and evaluation signals
• Deploy AI solutions into production, monitor quality drift and iterate using advisor and customer feedback
• Design pre-call briefs, in-call guidance, post-call grading and summaries, transcription-driven follow-ups, and internal knowledge tools
• Identify ORA platform capability gaps and request features from RevOps with requirements, acceptance criteria, edge cases and customer impact
• Participate in design reviews, provide technical input and validate builds
• Integrate new capabilities and report outcomes
• Ingest Quality Analyst II evaluation signals and prioritize fixes and new builds
• Communicate shipped work to Success leadership and Enablement
• Define and document AI solution design, testing and deployment patterns
• Build onboarding playbooks and set standards for solution quality, test coverage and observability
• Stay current on LLM behavior, orchestration patterns, model releases and AI tooling
• Run experiments and share findings with Success, Quality Analyst II and RevOps engineering

Lead Automations Analyst

Director

• Develop a company-wide pricing and packaging strategy across subscription plans, bundles, add-ons, usage-based capabilities, services, and new product launches
• Evaluate and evolve HighLevel’s pricing architecture, value metrics, plan differentiation, entitlements, upgrade paths, bundling, and add-on attachment
• Build business cases and model revenue, customer, adoption, and risk impacts with Finance and Data
• Create a prioritized monetization roadmap and principles for discounts, promotions, trials, migrations, grandfathering, and price increases
• Build and lead continuous customer research across prospects, trial users, customers, churned customers, agency owners, affiliates, and sub-accounts
• Establish customer segmentation, conduct qualitative and quantitative research, and maintain a centralized customer-insights repository
• Translate insights into product strategy, roadmap prioritization, positioning, onboarding, education, and go-to-market execution
• Design and operationalize pricing, packaging, positioning, and offer experiments
• Develop rollout and post-launch measurement strategies and monitor conversion, revenue, expansion, retention, margin, and lifetime-value metrics
• Maintain market and competitive intelligence across SaaS, agency technology, CRM, marketing automation, communications, AI, and adjacent software
• Establish cross-functional pricing and monetization governance, decision rights, approval processes, and measurement standards
• Present recommendations to senior leaders and build alignment across functions
• Initially operate as a hands-on leader and help build a team across pricing, monetization analytics, and customer insights
• Raise organizational capability in customer research, pricing strategy, experimentation, and value-based decision-making

Director, Product Pricing and Monetization

Full-stack Engineer

• Join HighLevel’s Quality Engineering function as a Software Development Engineer in Test Apprentice
• Work on real testing and automation initiatives that contribute directly to product quality
• Work alongside experienced SDETs and software engineers
• Develop practical knowledge of automation frameworks, API testing, defect analysis, CI/CD processes, and software quality practices
• Work on a team with a defined charter, potentially involving Go domain services, ledger and accounting, payments infrastructure, document rendering, or developer tooling and MCP
• Write ADRs and review other engineers’ designs
• Own on-call context for shipped work
• Design, build, instrument, and ship a substantial platform component
• Present designs to the organization and defend tradeoffs
• Harden, migrate, and hand off work or extend into a second charter
• Participate in conversion discussions beginning around week 18

Software Development Engineer – Mobile & Commerce, Apprentice

SDET

• Understand product requirements, develop relevant test scenarios, and validate product features, APIs, and workflows before deployment to production
• Design, build, and maintain automated test suites covering UI, API, and integration testing
• Triage defects, reproduce reported issues, and perform root-cause analysis to support timely resolution and prevent recurrence
• Contribute to internal tools and frameworks that improve team-wide test efficiency
• Leverage AI to improve test coverage and productivity, resulting in faster production deployments
• Work alongside experienced SDETs and software engineers on real testing and automation initiatives

Software Development Engineer in Test, Apprentice

Operations

• Own the full lifecycle of high-visibility benefits, wellness, and compliance initiatives from concept through multi-state implementation and employee adoption
• Partner with the Chief of Staff to prioritize the compliance and benefits backlog
• Re-scope program goals, wellness rollouts, and plan timelines as business priorities or regulations evolve
• Guide development of new infrastructure and apply existing principles to complex structural goals
• Administer US health benefits and 401k plans, including vendor relationships, platform management, and system updates
• Design, oversee, and optimize regional and global employee leave programs
• Build, launch, and manage employee perk architectures and company-wide well-being initiatives
• Research, process, and track state-by-state hiring approvals and regional compliance parameters
• Maintain benefit records, compliance logs, and 401k updates as the source of truth
• Establish documentation standards and project rituals for compliance and leave tracking
• Translate complex compliance, legal, and benefits information into concise narratives for executives and company-wide audiences
• Identify adoption roadblocks and design mitigation strategies
• Create leader toolkits, compliance FAQs, benefits summaries, and feedback loops
• Use plan utilization, employee feedback, and sentiment data to improve perk and wellness program designs
• Audit benefits administration processes and identify efficiency and scalability opportunities

Benefits Operations Manager

Manager

• Lead and develop the Trial Experience Team through coaching, motivation, encouragement, and accountability.
• Monitor team KPIs, growth KPIs, and metrics, providing detailed performance analysis.
• Create consistent business processes and identify process improvements and alternative solutions.
• Interpret data and translate insights into actions that improve team performance.
• Conduct performance conversations, conflict management, feedback, and coaching.
• Provide technical resources and advice, resolve problems, and issue advisories, warnings, and corrective action plans.
• Build team morale and foster a high-performance, collaborative culture.
• Lead escalations involving high-severity customer and team-member issues.
• Remain available with cameras on throughout the shift to assist customers and team members via Zoom.
• Perform other duties as business needs change.

Manager, Trial Experience – SaaS

Product Manager

• Own the product strategy and roadmap for HighLevel's Reselling, Rebilling, and Wallet platform.
• Identify customer problems and market opportunities to improve how agencies monetize HighLevel products and manage financial operations.
• Lead product initiatives from discovery through execution, balancing customer needs, technical complexity, and business objectives.
• Partner closely with Engineering and Design to build scalable, reliable, and intuitive platform experiences.
• Collaborate with Finance, Revenue Operations, Customer Success, and other Product teams to ensure seamless end-to-end monetization workflows.
• Define success metrics, leverage customer insights and data, and continuously optimize product performance.
• Drive alignment across stakeholders while influencing product direction across multiple teams.
• Mentor Product Managers and contribute to raising the overall product management bar across the organization.

Staff Product Manager – Agency Monetization, Wallet

Email Marketing Manager

• Own the end-to-end Email Builder user experience
• Build an industry-leading AI-native email editor
• Define automation strategies and AI integration for campaigns
• Build execution and scheduling features with AI optimization
• Create reporting dashboards for campaign performance
• Manage subscriber preferences and compliance workflows
• Establish a strategic roadmap for Email Marketing

Staff Product Manager – Email Marketing

• Evaluate AI Quality Across the Advisor Stack
• Review pre-call briefs for accuracy
• Evaluate in-call guidance for relevance and accuracy
• Score post-call outputs
• Audit transcription-driven follow-ups for quality
• Classify issues by type and severity
• Iterate Inside ORA with light creation work
• Surface trends & drive continuous improvement
• Partner with RevOps Engineering & the Lead Analyst
• Stay current on LLM behavior and AI evaluation techniques

Quality Analyst II

• Own the vision, strategy and execution for HighLevel's HardPhone, SIP, IVR, Call Center and Enterprise Voice platforms.
• Build a scalable, provider-agnostic communications platform that abstracts multiple CPaaS providers through a unified architecture.
• Architect and scale sophisticated Automatic Call Distributor (ACD) capabilities, including skills-based routing, priority queues, ring groups, overflow rules, business hours and failover logic.
• Design intuitive softphone experiences across web and mobile, along with real-time supervisor dashboards for monitoring, coaching and workforce management.
• Own the complete lifecycle of HardPhone provisioning, including Zero-Touch Provisioning (ZTP), remote configuration, firmware management, inventory management and device lifecycle operations.
• Drive the evolution of IVR and Voice AI, including drag-and-drop workflow builders, conversational AI, speech recognition, call transcription, agent assistance, and call summarization.
• Build enterprise telephony capabilities including call recording, voicemail, conferencing, whisper/barge, monitoring, queue management and compliance recording.
• Define extensible Voice APIs, SDKs, webhooks and event frameworks that enable seamless integrations with third-party applications and ecosystem partners.
• Lead customer migration initiatives, including provider migrations, number portability, hosted phone onboarding, and enterprise telephony transitions, while minimizing customer disruption.
• Partner with Engineering, Infrastructure, Security, Compliance, Support and Go-to-Market teams to deliver highly reliable, globally scalable voice products.
• Establish and monitor platform KPIs including call completion rates, SIP reliability, provisioning success, IVR containment, routing efficiency, call quality (MOS), queue abandonment, agent utilization, billing accuracy, platform availability and customer satisfaction (CSAT).
• Develop and execute the long-term roadmap for enterprise telephony, AI-powered communications, multi-vendor architecture and next-generation voice experiences, ensuring HighLevel maintains competitive parity and platform leadership.

Staff Product Manager – HardPhone, SIP, IVR

Cloud Engineer

• Demonstrated expertise in cloud security architecture across AWS/GCP/Azure, including designing secure, scalable cloud environments with a strong focus on identity, network security, encryption, and compliance best practices.
• Extensive experience conducting security architecture reviews for distributed systems and cloud-native applications, identifying design risks early and recommending secure, scalable architectural patterns aligned with business and engineering goals.
• Perform and lead manual and automated penetration testing across applications, APIs, and cloud services
• Drive threat modeling and secure architecture reviews across app and infrastructure layers
• Collaborate with Infra/DevOps on cloud network architecture, including VPC design, security groups, routing, and segmentation
• Design and advise on cloud-native security controls — IAM hardening, role boundaries, secrets management, least privilege
• Evaluate and improve Kubernetes and container security posture (runtime, image, and network layers)Implement secure-by-default patterns across SDLC, CI/CD, and Infrastructure-as-CodeMonitor emerging threats, CVEs, and vulnerabilities relevant to our stack (web, cloud, infra)
• Influence internal security tooling, automation pipelines, and security review processes
• Serve as a security advisor to engineering, SRE, and product teams across key projects

Lead Security Engineer – Cloud Security, Architecture

Data Scientist

• Define the end-to-end methodology every team follows - hypothesis → metrics → design → power → readout → decision - and make it the default
• Own the statistical approach (significance, multiple comparisons, sequential testing, variance reduction like CUPED) for small-sample, fast-paced contexts where classic A/B power is hard to reach
• Build the methods toolkit for our clustered, hierarchical data (user → sub-account/location → agency), where randomization and analysis units differ
• Apply rigorous causal inference (matching, diff-in-diff, instrumental variables, synthetic control, etc) when clean experiments aren't feasible - churn, onboarding, GTM - separating real signal from selection bias, seasonality, and mix effects
• Own the design discipline for running many experiments at once - layering, orthogonal experiments, holdouts, and guardrails that keep concurrent tests from contaminating each other
• Partner with AI/ML teams to design and evaluate experiments for AI features, including measurement for non-deterministic, fast-iterating systems
• Run the experiment review forum and hold the line on what counts as a real result
• Build the Experimentation curriculum and templates that level up PMs and analysts so good design scales beyond you
• Partner with Analytics Engineering on governed, experiment-ready data and consistent metric definitions
• Influence leadership and cross-functional partners on where to invest, translating statistical nuance into clear, decision-grade guidance

Staff Data Scientist – Experimentation, Causal Inference

Analytics Engineer

• Lead the team responsible for building the trusted data foundation that powers decision-making across the company.
• Oversee a team of analytics engineers who transform raw data into scalable, reliable, and well-governed data models.
• Partner closely with Engineering, Product, Data Science, Finance, Marketing, Sales, Customer Success, and Executive Leadership to define our data strategy.
• Balance technical excellence with business impact, helping the organization become increasingly data-driven while building a high-performing and inclusive team.

Senior Manager – Analytics Engineering

• Stabilize & Scale the Platform: Tackle systemic bottlenecks, improve fault tolerance, and ensure high availability for mission-critical phone services.
• Efficiency & Performance: Optimize resource usage (CPU, memory, network) to handle millions of operations while reducing cloud costs.
• Tech Debt & Modernization: Lead long-term refactoring efforts, deprecate legacy systems, and introduce scalable patterns.
• Security & Compliance: Strengthen data protection, access controls, and auditability across the platform.
• Developer Velocity: Improve tooling, observability, and automation to accelerate engineering workflows.
• Cross-Team Collaboration: Work with product, infrastructure, and other engineering teams to align on platform priorities.
• Mentorship & Leadership: Guide engineers, set architectural standards, and drive the platform roadmap.

Software Development Engineer III

• Own the Marketplace Vision: Define the long-term strategy to make the HighLevel App Marketplace the premier destination for MarTech and SalesTech apps.
• Drive GMV & Revenue: Establish and execute strategies to grow Gross Merchandise Value (GMV) by optimizing monetization models, billing infrastructure, and payout mechanisms for partners.
• Define Key Metrics: Define, track, and report on ecosystem health metrics: App installs, Active usage, Developer retention, API utilization, and Net Revenue Retention from marketplace apps.
• Revolutionize DevEx: Design and deliver capabilities that make it effortless for developers to build, test, submit, and monetize apps on HighLevel. This includes owning the roadmap for Developer Portals, SDKs, and API documentation standards.
• Governance & Quality: Establish rigorous yet efficient app review processes, security standards, and policy frameworks to ensure a high-trust environment for our users.
• Discovery & Merchandising: Optimize the end-user experience (Agency & SMB) regarding app discovery, search algorithms, recommendations, and one-click installation flows.
• Influence the Roadmap: Collaborate with engineering and cross-functional teams to prioritize platform-level features that unlock new possibilities for app developers (e.g., deeper UI integrations, new webhooks).
• Voice of the Partner: Conduct qualitative research with developer partners and agencies to identify friction points and translate insights into prioritized product work-streams.
• Mentor & Lead: Mentor other PMs and APMs working on adjacent areas of the developer platform, acting as a thought leader in platform economics and ecosystem best practices.